Senior Service Desk Lead - Shift Coach & Analytics

Insight Global; Columbus (OH); On-site; USD 73,000 - 94,000; Full time

Job summary

Insight Global in Columbus, OH is seeking a Lead IT Service Desk Analyst to serve as a senior technical resource and on-shift operations leader in a 24x7 environment. This player-coach role emphasizes coaching analysts, guiding escalations, and ensuring service quality without direct people management.

The Lead Analyst will own shift dashboards and metrics, support major incidents, and partner with IT teams to improve processes, aiming for consistent, high-quality support across all user

Qualifications

• Bachelor's degree or reputable IT certifications or equivalent hands-on experience.
• 6-8 years of IT service desk or related experience including advanced escalation responsibilities.
• Experience as a lead, shift lead, or operational point of contact without direct reports.
• Strong knowledge of Microsoft 365, Windows, mobile, remote access, networking, collaboration tools, and telephony systems.
• Proven experience creating and interpreting dashboards and reports using ITSM and analytics tools.
• Excellent communication and interpersonal skills with ability to influence peers without formal authority.

Responsibilities

• Act as the primary on shift escalation point for complex, high impact incidents.
• Provide advanced technical support while maintaining a reduced workload.
• Guide analysts through complex troubleshooting and ensure adherence to processes.
• Ensure high standards of ticket quality, documentation, and escalation readiness across the shift.
• Participate in major incident response with coordination, triage, and clear communication.
• Serve as operational decision maker during shifts and escalate risks appropriately.
• Own shift leadership, queue management, and coaching for analysts.
• Review analyst work for quality and provide timely feedback.
• Support KPI reviews and dashboards and translate data into actionable insights.
• Collaborate with IT teams to refine metrics definitions and improve dashboard usability.

Skills

Leadership

Escalation management

ITIL

Microsoft 365

Windows environments

Networking basics

Dashboarding

Communication

Education

Bachelor's degree or IT certifications

Tools

ITSM tools

Dashboard tools

Job description

Insight Global in Columbus, OH is seeking a Lead IT Service Desk Analyst to serve as a senior technical resource and on-shift operations leader in a 24x7 environment. This player-coach role emphasizes coaching analysts, guiding escalations, and ensuring service quality without direct people management.

The Lead Analyst will own shift dashboards and metrics, support major incidents, and partner with IT teams to improve processes, aiming for consistent, high-quality support across all user